Customer Success Engineer

Job Summary
We are seeking a talented and driven Customer Success Engineer to join our dynamic team. The ideal candidate will bring hands-on experience in a warehouse or logistics environment and possess a strong understanding of the mobile technology industry.

In this role, you will serve as a trusted technical partner to our clients—delivering expert support, diagnosing and resolving technical issues, and ensuring all systems and equipment operate at peak performance. You’ll play a critical part in maintaining customer satisfaction and supporting the success of our deployed technologies across diverse environments.

Responsibilities:

• Travel to multiple customer locations nationwide as needed.
• Provide technical support and troubleshooting for mobile systems, warehouse automation equipment, and related technologies.
• Diagnose, repair, and maintain machinery and electronic systems to minimize downtime and optimize performance.
• Collaborate closely with clients to understand their operational needs and deliver tailored solutions.
• Conduct on-site service visits and preventive maintenance at customer facilities.
• Deliver exceptional customer service through clear communication, responsiveness, and a solutions-focused mindset.
• Help customers optimize their usage of our products/robotics to get the most value out of their purchase and meet their technology and business requirements while overcoming challenges.
• Educate customers on best practices, useful features, and opportunities to optimize performance.
• Work diligently with the customer’s technical teams (support engineers, developers) to troubleshoot and resolve complex software and hardware issues, replicating customer environments and network problems as needed.
• Collaborate closely with the Sales and Customer Success teams to develop effective account strategies.
• Use customer feedback and insights to improve product materials, technical best practices and technical materials.
• Provide feedback to Product Management teams and R&D.
• Serve as the customer advocate for timely resolution of issues and facilitate communication between customers, Sales and Engineering.
• Oversee and manage day-to-day operations of the units
• Troubleshoot issues related to power/network/mechanical operation of the units
• Ensuring timely maintenance on units by performing regular scheduled maintenance on units and keeping track of maintenance schedule
• Act as primary customer advocate from a technical perspective, attending calls or contacting support as needed for remote help/troubleshooting
• Installation of hardware upgrades to support new connectors or hardware tests

Qualifications:

• Must be willing to Travel
• BS in computer engineering or related field
• Ability to travel within the US (up to 50%)
• Excellent verbal and written communication skills
• Excellent problem solving and troubleshooting skills.
• Able to take a customer-centric approach to problem solving
• Knowledge of mobile devices (software update/drivers/firmware/flashing)
• Working knowledge of computer science fundamentals (Git, Linux, SQL, Python, etc. )
• Familiar with wireless IT infrastructures (TCP/IP, DHCP, WiFi, etc.)
• Electrical and mechanical engineering basics
• Solder two wires together
• Tighten screws without stripping them
• Drilling
• Using a Dremel
• Using a multimeter to measure volt and ampere
• Someone who has built an Arduino board is an excellent example of the skills required to be successful
• Basic Coding
• GPIO
• Networking

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person